Automatic ready, unless selecting a specific wrapup code

[jcrgraham]

Hi all,

Hopefully I can explain what has been requested so that I can get some feedback as to whether it can be done or not.

We are using UCCX 10.6 and Finesse.

We would like to have the agents go onto ready after 30 seconds of wrapup time - Unless - they choose one of two other wrapup codes we have created.  I know that the system sees a wrapup as a wrapup no matter what you call it so that's the connundrum. 

We don't want to use Not Ready codes as that throws off the call handle time report.

This is just for one specific CSQ .

Any thoughts or if I can add any info that might be helpful please let me know.

Cheers,

James

[Deepak Rawat]

James,

Simply set the below three things:

1) Automatic Work should be set to Enabled at the required CSQ level

2) Wrapup Time should be configured to 30 seconds or whatever you want again at the required CSQ level

3) Automatic Available should be set to Enabled at the Resource level

Don't forget to log out and log back in again from Finesse Agent Desktop after making the above changes.

Regards

Deepak

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